Pearson New International Edition International pcl tp indd 1

Express Check-Out
Advances in technology have allowed hotels to offer their guests a variety of express
check-out options.
FRONT OFFICE SEMANTICS
Express check-out:
Any number of methods of guest-initiated check-out that do not require guests to
be physically present at the hotel’s front desk for folio payment.
Express check-out systems typically permit guests to review their folios before
checking out. Folios may be delivered to guestrooms early on the check-out morn-
ing, or guests may use check-out kiosks or view real-time copies of folios on in-room
television channels or by Internet connection. In all cases, the systems allow guests to
review their bills and check out of the hotel without standing in line at the front desk.
Express check-out systems are likely to be interfaced with the PMS. If so, front
office staff will know about a guest’s check-out intentions. In contrast, when folios
are delivered to a guest’s room or when other noninterfaced options for express
check-out are used, front office personnel may not be aware that the guest has
checked out until a housekeeper or other employee visits the room and reports that
it is vacant. If a guest uses a noninterfaced express check-out option and the guest’s
credit was established with a payment card, the guest’s check-in signature verifies the
acceptance of final charges. Front office staff should always settle a guest’s account
immediately on discovery that an express check-out option was used.
Unpaid Accounts
Despite the best efforts of FOMs and their staff, guests may leave a hotel without
settling their accounts. In some cases, this may simply be an oversight caused by a
guest in a hurry. If the guest has established credit by payment card or direct bill
account, standard industry procedure is to settle the guest’s account using his or her